| Onsite Service NOW Knowledge management No H1b at Columbus, Ohio, USA |
| Email: [email protected] |
| ServiceNOW Knowledge management role Location Columbus OH / Westerville, OH- Candidate needs to be in office 4-5 days / week- Client is ok for local and candidates ready to relocate is also fine Client name will disclose later VISA- any Duration 12 months Job description for ServiceNow Knowledge Management Specialist Job Title: ServiceNow Knowledge Management Specialist Job Summary: The ServiceNow Knowledge Management Specialist is responsible for developing and maintaining strategies to capture, organize, and distribute knowledge related to the ServiceNow platform and IT service management processes. Responsibilities: Knowledge Capture and Creation: o Collaborate with subject matter experts and ServiceNow administrators to capture and document best practices, processes, and solutions within the ServiceNow platform. o Create and maintain a centralized repository of ServiceNow-related knowledge assets, including articles, documents, FAQs, and user guides. Content Management: o Develop and enforce content management policies and procedures to ensure the accuracy and relevance of ServiceNow knowledge resources. o Regularly review and update existing ServiceNow-related content to reflect changes in processes or configurations. Taxonomy and Metadata: o Develop and maintain a taxonomy and metadata structure specific to ServiceNow knowledge assets for efficient categorization and retrieval. o Implement standardized classification and tagging systems for ServiceNow resources. Knowledge Access and Retrieval: o Design and implement user-friendly interfaces and search functionalities to facilitate easy access to ServiceNow knowledge resources. o Provide training and guidance to IT staff on how to effectively search for and retrieve ServiceNow-related information. Knowledge Sharing and Collaboration: o Facilitate knowledge-sharing sessions, workshops, and forums to encourage collaboration and learning among IT teams and ServiceNow users. o Promote a culture of knowledge sharing and continuous improvement within the IT organization. Quality Assurance: o Ensure the quality and accuracy of ServiceNow knowledge resources through regular content audits, reviews, and version control. o Establish and enforce content review and update processes. Technology Management: o Evaluate, select, and implement knowledge management tools and ServiceNow-specific software to support knowledge-sharing initiatives. o Stay informed about ServiceNow platform updates and enhancements. Metrics and Analytics: o Monitor and report on key performance indicators (KPIs) related to ServiceNow knowledge management, such as content utilization, user satisfaction, and incident resolution times. o Use data-driven insights to continuously improve ServiceNow knowledge management practices. Training and Support: o Provide training and support to IT staff and ServiceNow users on ServiceNow knowledge management tools and practices. o Address user inquiries and issues related to ServiceNow knowledge resources. Qualifications: Proven experience in knowledge management. A focus on ServiceNow or IT service management is preferred. Familiarity with ServiceNow platform functionality and configurations. Proficiency in knowledge management tools and content management systems. ITIL certification or ServiceNow certifications are advantageous. -- Keywords: information technology Ohio |
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| Thu Oct 26 19:28:00 UTC 2023 |